Timothy Eads Email & Phone Number

Flower Mound, TX, US

Lafayette, Louisiana, United States

Tempe, Arizona

Chandler, AZ

Tapped to launch a new division in Chandler, AZ after Nationstar’s purchase of Champion Mortgage. Grew team to 72 people specializing in superior customer service with dotted line oversight of 3 other departments. Maintained Standards and Controls of Call Center, Associate readiness and Quality Assurance.Outpaced much larger teams, averaging 5 compliments.

Arizona/Texas

Relocated to Arizona from Texas to launch a call center staffed by 500+ agents and managers assigned to handle such accountabilities as pre-30s and 30s collections. Defined metrics and expectations, including average answer speed, after call work, and hold/handle times. Oversaw 18 teams (235 agents, managers, and AVPs), evaluating and organizing teams.

Dallas/Fort Worth Area

Assigned to build a loss mitigation group to help homeowners in bankruptcy identify solutions to avoid foreclosure. Launched 2 teams initially that ultimately grew into 12 teams. Saved 1K homes utilizing Loss Mitigation options within the first month, progressively increasing the number of homeowners helped. Company subsequently bought a mortgage loan.

Selected as the single point of contact for investors, deepening knowledge while building strong complementary relationships based on honest and straightforward communication.

Recruited, trained, and onboarded agents and managers assigned to inbound calls, Pre 30, 30, and 60 collections, and customer service. Maintained Standards and Controls of Call Center, Associate readiness and Quality Assurance.Trained 12 newly promoted managers on staff hiring. Tapped to transfer to the Assistant Vice-President of Strategic Portfolio.

Oversaw 30-day collection teams averaging 10-14 agents. Guided achievement of personally defined individual goals as well as company issued departmental objectives. Set base requirements for call handling, routinely transforming “problem” employees into top performers by emphasizing accountability, defining expectations, and training. Championed one-call.

Promoted within two weeks of hire as a Pre-30 and 30-day agent before progressing to an ultimate role in Loss Mitigation. Ranked #1 among all agents, earning a perfect scorecard in month two of transferring to loss mitigation.

Baton Rouge, LA-Branch Manager 98-99New Orleans, LA- Branch Manager 99-00Baton Rouge, LA- Call Center Manager 00-01

Bachelor Of Arts - Ba, Business Administration And Management, General

Coursework In Business Administration